Technical Support Engineer

Fortinet
Sunnyvale
Workplace: OnsiteFull timeUSD 90,000 - 110,000 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Troubleshooting","Problem-solving","Customer communication","Documentation research"]

Provide direct web and telephone technical support for Fortinet switching and wireless products as part of the Switching and Wireless Team. Diagnose customer issues by collecting and analyzing configuration, network information, and packet traces, then recommend corrective actions. Reproduce customer environments in lab equipment, consult technical documentation and release notes, and manage customer communications through escalation and case closure.

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FursaFursa
Fortinet
Fortinet
11 months ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide direct web and telephone technical support for Fortinet switching and wireless products as part of the Switching and Wireless Team. Diagnose customer issues by collecting and analyzing configuration, network information, and packet traces, then recommend corrective actions. Reproduce customer environments in lab equipment, consult technical documentation and release notes, and manage customer communications through escalation and case closure.
Location: Sunnyvale
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Provide direct technical web and telephone support to Fortinet customers for switching and wireless products.
  • •Collect, analyze, and provide configuration change recommendations based on customer findings.
  • •Collect and analyze customer network information and initial packet trace information; recommend corrective actions.
  • •Consult technical documentation, bulletins, and release notes for known problems and reproduce customer environments on lab equipment.
  • •Follow up on technical cases with proper escalation and manage customer communications until case closure.

Pay and Benefits

Salary: USD 90,000 - 110,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid HolidaysPaid LeaveSick TimeLeave Program

Key Requirements

  • •Experience in a technical support role in a networking/security company or equivalent training and experience.
  • •Strong understanding of WiFi 802.11 networks and 4G LTE.
  • •Strong understanding of TCP/IP, routing protocols, and L2/L3 switches.
  • •Experience with security products including firewalls, IPSec, IDS/IPS, and WIDS.
  • •Extensive working knowledge of Windows, macOS, UNIX, or Linux.
Experience:Networking/security
Education:Bachelor's in Computer Science, Software Engineering or related field
Skills:TroubleshootingProblem-solvingCustomer communicationDocumentation research
Languages:English
Tech Stack:WiFi 802.114G LTETCP/IPRouting protocolsL2 switchesL3 switchesFirewallsIPSecIDS/IPSWIDSPacket traceWindowsMacOSUNIXLinuxLab equipment

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Fortinet
Provides enterprise cybersecurity solutions including data protection, cloud security, network security, and user and entity behavior analytics to help organizations prevent insider threats, secure cloud and on-premises environments, and enforce data loss prevention policies.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Austin, United States
Founded: 1994
WebsiteLinkedIn